Launched in 2014, Google My Business (GMB) provides business owners control over what “shows in the search results when someone searches a business.” GMB allows businesses to manage their own business data through creating a new profile or claiming an existing auto-generated profile. A GMB profile includes basic business information, including address, hours of operation, phone number, as well as user-generated reviews.
The majority of businesses believe that GMB is a set-it-and-forget-it product; however, there’s more to GMB than meets the eye!
Let’s talk about the two features you should be using:
1. Photos
There are a number of photo options that businesses can utilize on GMB, including both static photos, and videos. Photos by Owner can be segmented into interior, exterior, at work, team, and identity photos, whereas Photos by Customer are a single grouping. What many people fail to realize is the ease that customers can view photos when viewing their GMB listing on a mobile device.
If you’re a business with a presence on GMB, you’ll want to check to ensure all the photos available on GMB are up-to-date! While you’re there, taking a peek at the number of views, you may be surprised!
2. Posts
Recently, GMB launched the “Post” feature, a product similar to their now defunct Google+ (G+) social media platform. The this ‘post’ appears within a business’ GMB listing This function allows managers to:
- Add Update
- Add Event
- Add Offer
- Add Product
This is an excellent way to promote blogs, events, or promote specific product offers!
Each of these tasks can be completed through the full or app version of GMB.
Not sure if your business has a presence on GMB? Search: google.com/business/
4 Types of Negative Posts and How You Can Handle Each One
Ah negative posts. We’ve all seen them. Do we all love them? Not so much. Do we all know how to deal with them appropriately? Also, maybe not so much. Here’s how you can handle each type of negative post.
Troll
A troll is known for deliberately posting inflammatory or irrelevant comments that can be harmful to the wider community reading those comments. It’s a good idea to monitor the post for any follow-up responses. Alternatively, the post can be deleted or hidden if there is any derogatory or vulgar language in the comment itself.
Misinformed User
Misinformed posts are those posts which contain content that is inaccurate. These posts are generally regarding news and events. It’s a good idea to jump into the conversation and provide accurate information.
Unhappy Client
While it’s unfortunate that your unhappy client is expressing their feelings on a public domain, it’s important to provide a response to the individual with a solution to the problem. The general rule is to respond twice with the second response containing a phone number or e-mail address for the user to have a private discussion with you. This is your opportunity to shine and provide superb customer service to resolve the issue
Ranter or Rager
These types of posts generally come from someone who comments with the intent to cause a debate or stir the pot. The best solution is to monitor these posts with the hope that other social media users will provide a medium to create a healthy debate. If the user continues to fuel a debate with you, then follow the suggestion mentioned in the previous point.
Silence or lack of action is often not the best solution, especially on a public domain such as social media. While it may be tempting to block a user or delete a negative post or comment, you’re missing out on an opportunity to rise above.
Do you have any tips for managing a negative post? Share your them in the comments below!